Senior Program Manager, US Onboarding Experience, Shipping Services Field

Amazon; Nashville (TN); On-site; USD 104,000 - 155,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Shipping is hiring a Sr. Program Manager to own the end-to-end onboarding experience for shippers joining our network in the US.

You will partner with Product, Tech, and Operations to drive frictionless sign-up to first package induction, scale processes for growth, and deliver measurable improvements in time-to-launch and conversion across multiple teams. You will analyze onboarding data, identify bottlenecks, build business cases, and serve as the go-to escalation point for onboarding

Qualifications

• 5+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
• 2+ years of driving process improvements experience.
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of general AI tools.
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions.

Responsibilities

• Relentlessly advocate for shippers and strive to simplify and improve their onboarding experience.
• Serve as a subject matter expert on US onboarding processes and a key point of contact for escalations during the onboarding journey.
• Identify short- and long-term improvements to our customer acquisition and onboarding workflow; build business cases to invest in scalable solutions.
• Work closely with operations teams on process improvements that enhance the shipper onboarding experience.
• Support and drive process improvement workstreams to improve lead-to-launch conversion rate and time-to-launch across the pipeline.
• Partner with Product/Tech teams to define requirements for long-term tech improvements that reduce onboarding friction.
• Drive program objectives — operationalize launch plans by ensuring stakeholders are aligned to program details and business requirements, manage implementation activities across a large group of stakeholders, and develop and execute launch plans for new products and processes.
• Help scale services, tools, and processes that enable the business' growth in volume, complexity, and geographic reach while maintaining a high bar for the customer experience.
• Develop clear and thorough program/process launch announcements for impacted internal and external stakeholders, including program announcements, FAQs, and program resource guides.
• Travel up to 20% of the time.

Skills

Program management

Data-driven

Cross-functional

Education

MBA or Master's degree

Job description

Are you ready to build the future of supply chain? Amazon Supply Chain Services (ASCS) is the next AWS — a high-growth business that is opening Amazon's world-class logistics infrastructure to companies of all sizes. We're not just solving Amazon's shipping challenges; we're reimagining how every business moves products to their customers, tackling the biggest logistical opportunities facing the entire industry.

Within ASCS, Amazon Shipping is looking to hire a data-driven, customer-obsessed Sr. Program Manager to join the US Onboarding team. This is a unique opportunity to join one of Amazon's fastest-growing external-facing businesses at a pivotal inflection point — where the operational excellence we've built over decades becomes a platform for millions of sellers, brands, and merchants worldwide.

This role will drive the end-to-end onboarding experience for shippers joining our network — ensuring a frustration-free path from sign-up to first package inducted across our rapidly scaling shipper base. The successful candidate will be a strategic thinker with strong communication and collaboration skills, adept at identifying friction points, influencing cross-functional product teams, and ensuring shippers realize the full value of Amazon's logistics capabilities from day one. You'll operate at the intersection of product, operations, and customer experience — partnering across teams to help enterprise and mid-market shippers successfully launch and scale with Amazon Shipping.

Key job responsibilities

• Relentlessly advocate for shippers and strive to simplify and improve their onboarding experience.
• Serve as a subject matter expert on US onboarding processes and a key point of contact for escalations during the onboarding journey.
• Identify short- and long-term improvements to our customer acquisition and onboarding workflow; build business cases to invest in scalable solutions.
• Work closely with operations teams on process improvements that enhance the shipper onboarding experience.
• Support and drive process improvement workstreams to improve lead-to-launch conversion rate and time-to-launch across the pipeline.
• Partner with Product/Tech teams to define requirements for long-term tech improvements that reduce onboarding friction.
• Drive program objectives — operationalize launch plans by ensuring stakeholders are aligned to program details and business requirements, manage implementation activities across a large group of stakeholders, and develop and execute launch plans for new products and processes.
• Help scale services, tools, and processes that enable the business' growth in volume, complexity, and geographic reach while maintaining a high bar for the customer experience.
• Develop clear and thorough program/process launch announcements for impacted internal and external stakeholders, including program announcements, FAQs, and program resource guides.
• Travel up to 20% of the time.

A day in the life

Day-to-day, you will be focused on operationalizing new shippers onto the Amazon Shipping network — bridging the gap between onboarding and operations to ensure a seamless launch experience. This includes analyzing US onboarding data to identify bottlenecks and drive process improvements, partnering closely with operations teams to remove barriers for shippers in the pipeline, and collaborating with product and tech to influence tooling and system enhancements that accelerate time-to-launch.

About The Team

Amazon Shipping is an industry leading shipping service provider (SSP) that offers better reliability and shipper/recipient experience at the right price point within every marketplace we operate. Over the last 25 years, Amazon has built a world-class operations with Amazon Fulfillment Network (AFN). Amazon Shipping has developed the technology, commercial expertise, and operational processes to externalize this network, reducing overall costs to Amazon through incremental density and monetizing our logistics capability. Our goal is to become customer obsessed and sustainable business, helping Amazon reduce its dependency on third-party SSPs and providing retailers with high quality shipping solutions.

Basic Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&DD insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 127,200.00 - 185,000.00 USD annually

USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually

Company

Amazon.com Services LLC